Presenting and perceiving humour in Estonian tourism settings

Q2 Social Sciences European Journal of Humour Research Pub Date : 2021-12-30 DOI:10.7592/ejhr2021.9.4.580
Marit Piirman, K. Saks
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Abstract

Humour plays a significant role in everyday interactions. Individuals perceive humour differently and experience various emotions, from exaltation to umbrage. Therefore, providing humorous communication in customer service is challenging. The aim of this study was to investigate the perception of humour in a tourism customer service context. In the first part of the study, representatives of Estonian tourism companies were asked their opinions about using humour in communication with their clients. They provided examples of the use of humour in customer service situations, which were then evaluated by potential tourists in the second part of the study. The results of the evaluation were analysed in relation to the respondents’ sense of humour. The findings were discussed in line with the four implicatures of humour.
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在爱沙尼亚旅游环境中展现和感知幽默
幽默在日常交往中起着重要作用。个体对幽默的感知不同,经历了从兴奋到愤怒的各种情绪。因此,在客户服务中提供幽默的沟通是一项挑战。本研究的目的是调查旅游客户服务环境中的幽默感。在研究的第一部分,爱沙尼亚旅游公司的代表被问及他们对在与客户沟通时使用幽默的看法。他们提供了在客户服务中使用幽默的例子,然后在研究的第二部分由潜在游客进行评估。根据受访者的幽默感对评估结果进行了分析。这些发现是根据幽默的四个含义进行讨论的。
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来源期刊
European Journal of Humour Research
European Journal of Humour Research Social Sciences-Cultural Studies
CiteScore
1.10
自引率
0.00%
发文量
34
审稿时长
6 weeks
期刊介绍: The European Journal of Humour Research (EJHR) is a peer-reviewed quarterly journal with an international multidisciplinary editorial board. Although geographically-oriented towards the ˋold continentˊ, the European perspective aims at an international readership and contributors. EJHR covers the full range of work being done on all aspects of humour phenomenon. EJHR is designed to respond to the important changes that have affected the study of humour but particular predominance is given to the past events and current developments in Europe.
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